The following use cases and the ideal setup example help you identify which conversation data is best suited for storing in conversation schemas instead of participant data.

Use cases

• Supervisor: Filter conversations and view metrics by product code to track trends in handle time and volume.
• Agent: Tag conversations with a flight number to easily find and reference past interactions related to that specific flight.

Example

A customer, John Doe, calls XYZ Pizza Shop to order some pizza. The customer’s delivery address is 25 Canadiana Drive, Toronto, ON. John Doe’s phone number is +1-555-123-4567 and his home address is 23 Main St, New York, NY.

The ideal setup resembles the following:

• Conversation record links out to the External Contact record – John Doe’s phone number and his home address are stored in his External Contact record. This persistent context must be stored in the customer profile.
• Order details and delivery address are stored in the conversation attribute record, which is linked to the conversation record by its conversation ID. This information (context) is transient, can change from one conversation to another, and must be stored in conversation attributes.

Considerations for conversation schema API usage

The APIs that are made available by the conversation schema service are designed to support historical search use cases where the downstream service or the user is not expecting subsecond availability of the data. Therefore, it is recommended that customers avoid using these APIs for real-time decision making (such as routing) if their application cannot tolerate an occasional (up to 5%) intermittent lags (of up to multiple hours). These APIs are not inherently designed to support such use cases.

All active and inactive schemas count toward the 50-schema limit for the organization. Although records created with a disabled schema remain accessible for reading via the API by referencing the schema version, writing data to the fields is no longer possible. Before disabling a schema, ensure that your scripts and flows are first updated with using an active schema to avoid breaking changes.